Puzzel improves position as a Challenger in Gartner’s Magic Quadrant
Puzzel has been positioned by Gartner as a Challenger in the Magic Quadrant for Contact Center as a Service, Western Europe report, for the fourth consecutive year. The firm’s omni-channel, cloud-based contact centre solution is designed to support smaller enterprises with contact centre operations as well as global corporations with thousands of agents. In 2017 […]
GUEST BLOG: Elevating the role of self-service – 8 Top Tips
Self-service has a greater role to play than simply reducing the number of voice calls into contact centres. Mashud Ahmed of Puzzel explains more… The role of self-service is in a state of transformation as contact centre leaders look for smarter ways to meet customer demand and corporate business requirements. Research by ContactBabel indicates that […]
Puzzel announces new chat bot functionality and GDPR readiness
Puzzel has announced new functionality in the latest release of its cloud-based contact centre solution, designed to extend the system’s multi-channel capabilities and help organisations to meet important changes in EU data protection legislation. Users are now able to integrate third party or Puzzel’s own Chat bots directly into their core contact centre solution to […]
GUEST BLOG: Ringing the changes – The art of reducing call volumes
Colin Hay at Puzzel believes focus on customer interactions is what really matters and outlines ten strategies for reducing customer call volumes… Traditionally, contact centre leaders measured success on how quickly customer calls were dealt with. Happily, many organisations are now questioning this metric and instead are looking at what it really means to deliver […]
Email in contact centres: 5 reasons to give it a second chance
Colin Hay at Puzzel assesses the latest research and believes it’s time to raise the bar for humble emails… Despite being the first of the non-voice multimedia channels, email was initially doomed to failure when it was introduced well over 10 years ago. With response times stretching into many days, if not weeks, appalling levels […]
8 ways to re-energise customer service
Turning customer interactions into opportunities is easier than you think, according to Colin Hay, vice president of sales at contact centre Puzzel. The trick, he says, is to keep it simple and to give contact centres the ‘wow’ factor with some quick and easy wins. “Improving customer satisfaction and turning every interaction into an opportunity […]
GUEST BLOG: How outbound dialling can work for your company
Christian Thorsurd, product manager at telecommunications service provider, Puzzel, explains how outbound dialling can be used as a powerful outreach tool by embedding it into agent culture and the customer journey… Whatever way you look at it, traditional outbound dialling has received bad press over the years. From simple calls for contact list updating, surveys or […]